Tag Archives: HITS

Success with ServiceNow: HITS manages spike in incidents during pandemic

Facing a surge in requests for help, HITS used new tools, streamlined processes, and called on volunteers to keep Michigan Medicine working. Because of the shift to remote work due to COVID-19, HITS experienced a significant surge in requests for help. Help Me Now locations were closed to ensure worker safety, phone wait times increased substantially, and there… Read More »

‘How can we help?’ HITS steps up services and support during the pandemic

Fast. Efficient. Innovative. Responsive. All describe how Health Information Technology & Services (HITS) worked behind the scenes to make the immediate and necessary adjustments to accommodate the COVID-19 outbreak. HITS instantly sprang into action to answer the call – literally. The Service Desk received nearly 16,600 calls and 4,000 chat requests between March 15-31, doubling their typical volume. Staff worked… Read More »

All in a day’s work: HITS’ COVID-19 response

COVID-19 turned all of our personal and professional lives upside down. For Michigan Medicine, the HITS team has proved they are up to the challenge, coming together to solve problems, support customers, launch ingenious solutions, and take care of one another.  Innovative service In the first two weeks of remote work, the Service Desk fielded over 4,000 telework… Read More »

Cybersecurity outreach shows career in IA is attainable

By | January 20, 2020

The Information Assurance: Michigan Medicine (IA) team was awarded a Diversity, Equity and Inclusion Innovation Mini-Grant from the Office for Health Equity and Inclusion. With the goal of spreading awareness of the field of cybersecurity and available job opportunities, the IA team developed a two-hour interactive introduction to the field of information assurance. Participants learned about the role… Read More »

Pragmatic innovation: CIO Dr. Andrew Rosenberg’s approach to new tech investment

Innovation in healthcare often requires a technology component and significant cultural change. As a result, it’s not always possible on a tight timeline. However, new initiatives focused on solving real and immediate problems in the healthcare space will gain priority and the necessary resources to get the job done. Andrew Rosenberg, MD, CIO of Michigan Medicine, has first-hand… Read More »

HITS adds customer service enhancements

Based on customer feedback, Health Information Technology & Services (HITS) recently introduced a number of service enhancements designed to make getting help faster and more convenient — including live chat support, improvements to its service portal, and a new way to schedule appointments at its three Help Me Now drop-in help locations. Live chat support: Customers can now… Read More »

HITS biospecimen management partners with Precision Health

By | January 7, 2020

Precision Health (PH) at U-M takes a multidisciplinary approach to prevention, implementation, and community health and is a key HITS collaborator. PH studies are tracked within LabVantage, a lab information management system that supports study protocols and designs, follows a chain of custody process for samples, and creates an audit trail. PH studies comprise 70,000 patients. Using data… Read More »

MiCME enables health providers to stay current

By | January 3, 2020

Beginning in 2016, and continuing with a major effort in 2018, the Office of Continuing Medical Education and Lifelong Learning (OCME&LL) worked with several groups within HITS to retire and replace the old system for tracking continuing medical education (CME). Known as eCat or Orange Card, the old system was replaced with a more streamlined, electronic service called… Read More »

Home for Dinner: HITS aims to reduce physician burnout

By | December 6, 2019

Last year, HITS instituted a program called Home for Dinner, to help physicians use MiChart more efficiently. Provider exhaustion is a significant issue across the medical community. While MiChart, the electronic health record (EHR) at Michigan Medicine, can enhance coordination and quality of care, it can also have unintended negative consequences. Michigan Medicine providers are spending significant time… Read More »

Profiles in IT: Andrew Staley—DEI warrior

Andrew Staley was recently interviewed about his work on the Platform Services team with Health Information Technology and Services (HITS). He also opened up about what it’s like working at Michigan Medicine while dealing with ADHD, ASD, OCD, and a wheelchair.  What is your role at HITS? I’m a web server administrator on the HITS Platform Services team.… Read More »

Michigan Medicine hosts 2019 HDAA Conference

By | November 12, 2019

During the week of October 21, 2019, healthcare data and analytics practitioners from across the U.S. and Canada descended upon Ann Arbor to participate in the annual conference of the Healthcare Data & Analytics Association (HDAA)—hosted by Michigan Medicine. The theme of this year’s conference was The Art of Data & Analytics. Almost 400 attendees from more than 140… Read More »

Building research IT services and partnerships

By | November 7, 2019

The relationship between research and IT is complex. Erin Dietrich, HITS senior director, and her team team are on a mission to strengthen the relationship between researchers and HITS, improve the customer experience, and raise awareness of IT services. “In developing a strategy and vision for research IT, we have focused on defining the services needed to support… Read More »

Michigan Medicine offers a free password manager for its employees

Michigan Medicine employees and students are required to use passwords to access various applications and business systems in their daily work. Because it can be difficult to keep track of multiple passwords, some people choose a simple password they can remember (e.g., their date of birth, a pet’s name, or another easily discovered piece of personal information), keep… Read More »

App connects Michigan providers with U-M mental health experts

Michigan, like most of the country, is in desperate need of more child psychiatrists.  More than 100,000 Michigan children have been diagnosed with depression, anxiety, or ADHD. Yet, fewer than 250 psychiatrists are trained to treat children in the state. The shortage means pediatricians and other primary care providers often end up treating adolescent mental health issues. “Primary… Read More »

HITS deploys first containerized application to a live production Kubernetes cluster

DevOps is a set of practices that automates the processes between software development and operation teams that historically functioned in relative silos. The HITS DevOps team will provide a new service aligning with these practices.  The team recently deployed its first containerized application to a live production Kubernetes (“koo-burr-NET-eez” or “k8”) cluster. At the heart of this service is a… Read More »

Applications for HITS apprenticeship program now open

The Health Information Technology & Services (HITS) Service Desk is searching for students, recent graduates or other qualified workers to join its entry-level apprenticeship program.  The program is a partnership between Michigan Medicine and Washtenaw Community College (WCC).  Since it began in 2018, the apprenticeship program has had 14 participants and is looking to hire at least four more… Read More »

Michigan Medicine eases the Windows 10 transition

Before Michigan Medicine began its Windows 10 upgrade, the medical center announced the impending project to staff. HITS didn’t want anyone to be surprised. Once word spread, HITS educated employees about the process. The IT staff scheduled meetings with departments, indicated how many devices would be affected, went over schedules and explained what to expect.  “As we do more rollouts, the process has gotten… Read More »